Dynamic Customer Experience Specialist – Orlando, FL – Deliver Exceptional Service & Drive Customer Success

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on turning everyday interactions into memorable experiences. With a strong presence in the Orlando market and a reputation for innovation, brighthush empowers its team members to be the first line of support for a diverse, global customer base. We believe that every call, email, or chat is an opportunity to build trust, solve problems, and create lasting value. If you’re passionate about making a real difference in people’s lives and want to grow in a culture that celebrates curiosity, collaboration, and continuous improvement, brighthush is the place for you.

Why This Role Matters

As a Customer Experience Specialist, you will be the voice of brighthush. Your daily interactions will shape how customers perceive our brand, influence their satisfaction scores, and ultimately drive loyalty and revenue. You’ll work closely with cross‑functional teams—sales, product, fulfillment, and technical support—to ensure that every customer journey is seamless, efficient, and delightful. Your ability to listen, empathize, and act with urgency will directly impact our success metrics and help us maintain our position as a leader in the industry.

Key Responsibilities

• Customer Interaction Excellence: Handle inbound and outbound customer communications via phone, email, and live chat, providing timely, accurate, and personalized assistance.
• Active Listening & Needs Assessment: Use active listening techniques to uncover customer pain points, goals, and preferences, then recommend tailored solutions that exceed expectations.
• Problem Resolution & Escalation: Resolve complex issues independently or collaborate with specialized teams, ensuring a smooth handoff and follow‑up.
• Order & Account Management: Process orders, updates, and cancellations accurately; verify account information; and maintain data integrity in the CRM system.
• Upsell & Cross‑Sell Opportunities: Identify and present relevant product or service enhancements that add value to the customer’s experience.
• Process Improvement: Provide feedback on workflow inefficiencies and suggest improvements to enhance customer satisfaction and operational efficiency.
• Metrics & Reporting: Track key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores; submit regular reports to management.
• Collaboration & Communication: Liaise with sales, fulfillment, and technical teams to ensure accurate order processing and timely delivery.
• Continuous Learning: Stay up‑to‑date on product knowledge, promotions, and industry trends to provide informed guidance to customers.
• Project Participation: Contribute to special projects, process changes, or new initiatives that support brighthush’s growth objectives.

Essential Qualifications

• High school diploma or equivalent; some college coursework is a plus.
• Minimum 1–2 years of customer service experience in a fast‑paced environment.
• Proficiency in using Google Workspace, CRM platforms (e.g., Salesforce, Zendesk), and basic troubleshooting of common software issues.
• Typing speed of at least 40 words per minute with high accuracy.
• Excellent verbal and written communication skills in English; additional languages are a bonus.
• Strong problem‑solving skills and the ability to think on your feet.
• Demonstrated ability to multitask, prioritize, and manage time effectively.
• Positive, solution‑oriented attitude with a passion for customer success.
• Adaptability to changing priorities and willingness to learn new tools and processes.

Preferred Qualifications

• Experience in a B2B or SaaS customer support role.
• Knowledge of e‑commerce platforms and order fulfillment processes.
• Familiarity with data analytics tools or reporting dashboards.
• Previous exposure to remote or hybrid work environments.
• Certification or training in customer service excellence (e.g., HDI, CSIA).

Core Competencies & Skills

• Empathy & Emotional Intelligence: Ability to understand and share the feelings of customers, building rapport quickly.
• Communication: Clear, concise, and professional communication across multiple channels.
• Technical Aptitude: Comfortable navigating multiple software applications and troubleshooting basic technical issues.
• Analytical Thinking: Ability to analyze data, identify trends, and propose actionable solutions.
• Team Collaboration: Works effectively with cross‑functional teams to resolve issues and improve processes.
• Resilience & Stress Management: Maintains composure under pressure and handles high‑volume periods with poise.
• Continuous Improvement: Seeks feedback, embraces learning opportunities, and applies new knowledge to enhance performance.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry best practices, and advanced customer service techniques.
• Clear career pathways to roles such as Senior Customer Support Lead, Customer Success Manager, or Product Support Specialist.
• Opportunities to participate in cross‑departmental projects, giving you exposure to sales, marketing, and product development.
• Annual performance reviews that include goal setting, skill assessment, and personalized development plans.

Work Environment & Culture at brighthush

Our Orlando office is designed to foster collaboration, creativity, and well‑being. You’ll find:

• State‑of‑the‑art call center facilities with ergonomic workstations, quiet zones, and collaborative lounges.
• A culture that values transparency, open communication, and mutual respect.
• Flexible scheduling options, including split shifts and on‑demand availability, to help you balance work and life.
• Regular team‑building events, wellness initiatives, and community outreach programs.
• A supportive leadership team that encourages innovation and rewards initiative.

Compensation, Perks, and Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans through leading providers.
• Paid time off (PTO) and flexible vacation policies to recharge and pursue personal interests.
• Employee assistance programs and wellness resources.
• Professional development budget for courses, certifications, and conferences.
• Employee recognition programs and performance bonuses.
• Access to cutting‑edge technology and tools to support remote or hybrid work.

How to Apply

Ready to make a tangible impact on customer experiences and grow your career with brighthush? Click the link below to submit your application and join a team that values your voice, your ideas, and your dedication.

Apply to this position now

Join brighthush – Where Every Customer Counts

At brighthush, we don’t just provide customer support; we create advocates. If you are driven by a desire to help people succeed, thrive in a collaborative environment, and continuously improve, we want to hear from you. Bring your passion, your curiosity, and your commitment to excellence, and together we’ll build a brighter future for our customers and our team.